IT Desktop Support Technician - Tier I

IT Desktop Technician

Fuel Cycle is the Unified, AI-Native Insights Platform, empowering the world's leading brands to make faster, smarter decisions through real-time consumer intelligence. With our flagship Autonomous Insights engine, robust Communities, and cutting-edge UX solutions, we equip executives with the insights they need to shape strategy, spark innovation, and stay ahead.

We're looking for a technically savvy and solutions-driven IT professional to join our Los Angeles office in a hands-on role that blends core systems support with forward-looking AI integration. The IT Desktop Technician will be responsible for providing technical support and helpdesk assistance to internal customers both remotely and in the office. The role's primary intention is to ensure staff satisfaction, troubleshooting technology issues and providing other technical services. The technician will serve as the first point of contact for customers seeking technical assistance over the ticketing system, over the phone, video calls, or email, and perform remote troubleshooting through diagnostic techniques and pertinent questions, and determine the best solution based on the issue and details provided by customers. They will also walk the customer through the problem-solving process, direct unresolved issues to the next level of support personnel, provide accurate information on IT products or services, record events and problems and their resolution in logs, follow-up and update customer status and information, pass on any feedback or suggestions by customers to the appropriate internal team, and identify and suggest possible improvements on procedures.

As part of our Technology team, you'll be playing a critical support role in ensuring secure and seamless infrastructure operations — from system configuration, user access, and cybersecurity to helping cross-functional teams deploy and adopt AI tools responsibly and effectively. You'll be instrumental in troubleshooting and automating workflows, maintaining compliance, and enabling a high-performing, AI-ready workplace.

This opportunity is perfect for someone who's curious, collaborative, and excited about applying emerging technologies to drive strategic impact. If you're passionate about IT and want to be part of a fast-paced, AI-native company that's transforming how insights fuel business decisions, Fuel Cycle is the place for you.

Key Responsibilities:

• Technical Support & Troubleshooting
• Assisting System Administration and Cybersecurity Operations
• Documentation & Knowledge Management
• Your Success Metrics
• Who you'll work with?

Core Skills, Competencies & Attributes:

• Troubleshooting Skills, Customer Service Experience
• Takes initiative in resolving technical challenges and preventing future issues.
• Ensures accurate configuration, documentation, and compliance across systems and tools.
• Microsoft Network and M365 administration background (Office 365 Productivity Suite)
• Working knowledge of Windows and Macs Operating System
• Working knowledge of IT Ticketing Platform

What you'll bring:

• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

Preferred, but not required:

• CompTIA A+ Certification
• Network+ Certification

Benefits:

• Health/Dental/Vision Insurance
• 401k match
• Equity Purchase Option
• Flexible Work Schedule
• 15 Vacation Days + 7 Sick Days annually
• 12 Company Holidays + 4 Floating Holidays/Recharge Days
• Parental Leave
• Monthly Internet/Phone Stipend
• All Team Perks: many including: Rightway, Headspace & more
• LA & NY HQ Perks: Weekly community lunches, refreshments & snacks
• Pet Friendly HQs

This position pays between $65,000 - $70,000 base salary + bonus. Your final base salary will be determined based on location, work experience, skills, knowledge, education and/or certifications.

This position requires full-time, on-site presence at our Los Angeles HQ, Monday through Friday.

About Fuel Cycle:

Fuel Cycle accelerates decision intelligence for legendary brands. We achieve this by enabling organizations to capture, analyze, and act on insights required to launch new products, acquire customers, and gain market share. By leveraging the Research Engine, which powers leading insight communities, brands forge connections with their key audiences and harness actionable insights that drive confident business decisions.

At Fuel Cycle, we embrace the values of diversity, equity, and inclusion and are committed to fostering an inclusive company culture. We believe that everyone, regardless of their background or identity, should have equal access to opportunities for growth and advancement. Our selection processes and career pathways are designed to be fair, transparent, and free from bias. We value the unique perspectives and contributions of each team member, knowing that this diverse range of experiences strengthens our team. Fuel Cycle stands firmly against discrimination based on disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

Fuel Cycle is an equal opportunity employer and fully comply with the Americans with Disabilities Act (ADA). We will provide reasonable accommodations for qualified applicants and employees with disabilities, as needed, to enable them to perform the essential functions of their job and participate in the application and interview process.